Senior Customer Advocate

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Address customer inquiries and deliver effective solutions to issues.

• Provide support to customers outside regular business hours when on call.

• Collaborate with operations staff and managers to arrange service appointments.

• Assign service technicians to customer locations for maintenance and repairs.

• Handle incoming calls regarding product concerns, service queries, and client issues.

• Uphold professionalism and foster a positive relationship with callers.

• Update customer records in Zendesk during and after interactions.

• Keep up-to-date with product information and changes in company policies.

• Resolve customer challenges to enhance client satisfaction, retention, and overall company performance.

⛳️ Requirements

• Strong analytical and critical thinking skills with a keen attention to detail.

• A genuine passion for ensuring client satisfaction.

• Outstanding written and verbal communication abilities in English.

• Capability to manage multiple tasks simultaneously.

• Proficiency in prioritizing workload effectively.

• Ability to work collaboratively within a team as well as independently.

• Highly organized.

• 1–2 years of customer service experience is preferred.

• Proficient in MS Office applications.

• Availability for occasional nights, holidays, and weekends.

• Experience with Zendesk or similar customer service ticketing systems.

• Quick learner with the ability to navigate new technologies, systems, and applications.

• Open to receiving feedback gracefully and with an open mindset.

• Intermediate understanding of common Customer Experience best practices.

• Customer-focused with the ability to adapt and respond to various personality types.

🏝️ Benefits

• Competitive salary.

• Opportunities for professional development.

• Flexible work hours.

• Supportive team environment.